ComplaintsforBest Western
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Complaint Details
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Initial Complaint
06/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My wife and I booked a room in this hotel for the nights of May 19th and May 20th of 2023. Waking up in the morning on May 20th and 21st, while trying to shower, we had no hot water. I tried calling the front desk and they apologized and said they were working on it. My wife was in a wedding on 5/20 and needed to leave at 7:30 am and because we had no hot water, she had to take a shower in completely cold water. I ran some errands and came back at 9:30 am to shower and still had no hot water. Finally around 10:30 am, I was able to shower. On the morning of May 21st, again we woke up, tried to take a shower and had no hot water again. I called the front desk again and they said they are "working on it". An hour later, we gave up and started our drive home. I spoke with the manager prior to leaving and said that I think there should be some sort of compensation. He agreed and was going to give me a refund. I had booked the hotel through a 3rd party website and so he said he didn't know how to issue a refund and would speak with his boss and follow up with me. A couple weeks went by and I never heard anything so I reached out. *******, the manager, said that he would get back to me in just a couple days. Another week goes by and still nothing. I called again and he said I would hear back the next day. Nothing. I called back today and he informed me that his boss said that since it's a 3rd party website, they can only offer me a free stay in the future. I explained that I will not be back in the area in the future and that, given the experience we had, if we are in the area again, we would be staying at a different hotel. They still will not offer any sort of refund even after ******* said they had a lot of complaints that weekend of no hot water.Initial Complaint
05/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My family stayed at this hotel and there was absolutely no hot water during our stay. I was not even room temperature. It was ice cold. I called every day for a week to speak with a manager and never got a call back. When I was finally able to reach her, she would only offer 10% discount and nothing more. Paying nearly full price for a one night stay with no ability to take a shower after ballgames with the kids seems very wrong. Looking back, it appears this had been happening on and off for several days because the water heaters were either too small or malfunctioning. There was no mention of this to us at the time of the booking or at check in.Business response
05/31/2022
On the weekend in question we did have a hot water heater malfunction. This caused some guests to not get hot water for their shower. Guests with this issue were refunded $30.00 for the inconvenience, which was a 18% to 20% discount depending on the actual room and rate for the guest.We have since corrected the issue.Best Western Clare**************Property manager
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
10100 S Clare Ave
Clare, MI 48617-8924
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.